Developer Support

This is for:

Business Analyst System Administrator Merchandiser Developer

Coveo’s Developer Support offering provides customers with access to expert assistance for advanced troubleshooting, implementation reviews, solution design, and custom analytics. This service is ideal for organizations looking to accelerate development, optimize their Coveo implementation, and resolve complex technical issues efficiently.

What’s included

Developer Support credits can be used for the following services:

  • Troubleshooting custom code or configurations

  • Implementation reviews (also included in Delivery Assurance for new implementations)

  • Design and architecture reviews of your Coveo solution

  • Custom usage analytics reports creation

How it works

Purchasing Developer Support

Customers can purchase Developer Support credits through their Coveo Account Manager (AM), Customer Success Manager (CSM), or coveocustomersuccess@coveo.com.

Three packages are available: 40 Credits, 80 Credits, and 160 Credits.

Special offer: Customers purchasing Developer Support alongside a TAM package are eligible for a discounted rate.

Activating your credits

Once the order is approved and activated, your credits are available immediately, and you can use them by submitting a Support case until the contract end date for this offering.

Requesting support

To use Developer Support credits:

  1. Submit a Support case describing the request and mentioning that you have Developer Support credits you would like to use.

  2. A Support agent will verify eligibility and available credits.

  3. If eligible, the request is transferred to the Developer Support team.

  4. Interventions performed are deducted from your credit balance based on the amounts below.

Interventions and credit usage

Intervention type Scope Credits

Analyze error messages, troubleshoot and debug configuration or code involving the listed Coveo components

  • REST API and GraphQL connectors

  • Web scraping for Sitemap and Web connectors

  • Python code in Indexing Pipeline Extensions

  • Push and Streams API payload and batching issues

  • Query ranking expressions

  • Coveo user-interface components (Atomic, Headless, Quantic, JSUI) and custom code that interfaces with those components and APIs

  • Commerce events tracking from dataLayer or GTM, or any other tag-management tool

  • Client-side data-attribution issues on a commerce transactional site

  • Calls to Coveo APIs

8

Coveo implementation review

Coveo platform configuration

4

Coveo platform configuration + Coveo-powered user interfaces

8

Design and architecture review

Workshop to review current and “to be” solution architecture with documented feedback

2

Workshop to provide live recommendations

4

Build custom usage analytics reports

Code or provide code samples for custom dimensions

2

Configure a custom report on the Coveo Platform

4
Note

Each intervention is scoped to a single issue. Multiple unrelated issues require separate interventions.

Exclusions

Developer Support does not cover:

  • In-depth knowledge of third-party systems not integrated with Coveo

  • Testing beyond unit or sanity testing (for example, UAT, load, or performance)

  • Multiple unrelated issues in a single intervention

Buying additional credits

Need more credits? Simply contact your AE, AM, or CSM. The process mirrors the initial purchase, and credits are added to your existing Developer Support project if still active.